Operations Team Leader – Call Center (FR & EN)

About the role

The Operations Team Leader will manage a team of Customer Service Representatives in a bilingual (French & English) call‑center environment. You will ensure that performance meets company and client standards while driving continuous improvement.

Key responsibilities

• Lead, coach and motivate a team of CSRs in daily customer support, issue resolution and sales activities.
• Set individual and team goals aligned with client objectives and monitor performance daily, weekly and monthly.
• Track and analyse metrics (e.g., Baleen), prepare regular performance reports and communicate results to the team.
• Conduct performance evaluations, feedback sessions and development planning.
• Manage call queues, staffing and resources to meet service‑level targets.
• Handle escalation calls and collaborate with other Team Leaders and the Operations Manager on operational challenges.
• Perform payroll‑related tasks, track attendance, overtime and night differentials, and act as liaison with HR for employee concerns.
• Identify performance gaps, implement improvement initiatives and design incentive programs to boost morale.

Required profile

• Bachelor’s degree in any field.
• Completion of internal training programs such as PEP courses, Client Certification, HR for Non‑HR, WFM Orientation, LEAD and Six Sigma Yellow Belt.
• Minimum 1 year of call‑center experience, preferably in a supervisory role.
• Experience in Customer Care, Sales, Marketing or Technical Support is a plus.
• Strong knowledge of call‑center operations, metrics and systems.

Required skills

• Six Sigma Yellow Belt